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Beginner

Advanced hardware replacement raction time

Hi,

In SMARTNET documentation there is note that AHR is possible in few option based on service level. Those option are:

Smart Net Total Care 24x7x2

2-hour response, 24 hours a day, 7 days per week, including holidays

Smart Net Total Care 24x7x4

4-hour response, 24 hours a day, 7 days a week, including holidays

Smart Net Total Care 8x5x4

4-hour response, local business hours based on depot time, 5 days a week

"The TAC is staffed by Cisco experts and is accessible 24 hours a day, 365 days per year. Technical services available through the TAC are backed by advance hardware replacement options and fast response time, including 2-hour, 4-hour, and next-business-day options (where available)"

Does it mean that 2 and 4 hour is just a response for Cisco or this is delivery timeframe in door to door option ? Maybe someone have any official documents about how this work ? I cannot find that.

Thanks,

1 ACCEPTED SOLUTION

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Cisco Employee

Hello Lukasz,

Hello Lukasz,

For Smart Net Total Care  Advance Hardware Replacement. The elements of the A x B x C relates to:

A.The number of hours a day you can request a part to be shipped.

B.The number of days per week you can request a part to be shipped.

C.The delivery response time in hours  the part will be shipped  

So in the case of 24 x 7 x 2 the part can be requested to be shipped: 24 hours in the day, 7 days a week, to be delivered in 2 hours to site.  The delivery hours are timed from the time the RMA is opened by TAC and not from the time the case was created.

Regards, Tim

View solution in original post

3 REPLIES 3
Highlighted
Cisco Employee

Hello Lukasz,

Hello Lukasz,

Here is a link to the Smart Net Total Care data sheet: http://www.cisco.com/c/en/us/products/collateral/cloud-systems-management/smart-net-total-care/datasheet-c78-735459.pdf

I believe page 3 covers the area you are interested in. For additional information specific to your Cisco installed base, we recommend you contact your local Cisco representative.

Thank you,

Nathalie

Highlighted
Beginner

Hi,

Hi,

This is the same guide as i have use to check the information but there is no answer related to AHR. There is just response time in AHR description but no information related to delivery.

Highlighted
Cisco Employee

Hello Lukasz,

Hello Lukasz,

For Smart Net Total Care  Advance Hardware Replacement. The elements of the A x B x C relates to:

A.The number of hours a day you can request a part to be shipped.

B.The number of days per week you can request a part to be shipped.

C.The delivery response time in hours  the part will be shipped  

So in the case of 24 x 7 x 2 the part can be requested to be shipped: 24 hours in the day, 7 days a week, to be delivered in 2 hours to site.  The delivery hours are timed from the time the RMA is opened by TAC and not from the time the case was created.

Regards, Tim

View solution in original post

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